Description
Description:
We are seeking a talented individual to lead IT project activities.
Project Specific Role:
The person selected for this position will be responsible for working with the CX Program Manager and the Program Technology Architect, the CX Program Track Project Manager and Solution Architect, and the Test Manager to ensure the technical build occurs as designed and planned.
Candidate must be willing to work effectively with developers, testers, clients and other management personnel across the Connecticut, Massachusetts, and New Hampshire geographies.
The purpose of the CX Program is to implement the company's Digital Strategy to increase customer satisfaction and self-service transaction completion across new and improved digital channels.
The company recently redesigned their website, and is now embarking on a Customer Experience By Design Program that will seek to improve the customer billing and payment experience by redesigning our customer bills and addressing three major components of the Billing Ecosystem: Document Composition, Document Delivery (Print and Mail), Customer Electronic and Print Bill Presentment and Payment Solutions.
(1) Document Composition will source the composition of residential bills, complex bills and non-energy documents to a third party provider. This will result in the retirement of the document composition software applications (Custom Statement Formatter - CSF) for both Legacy customer billing systems which are no longer supported.
(2) Document Delivery will encompass multiple initiatives: the sourcing of Bill and Document Print and Mail Operations; implementing the printing of an Intelligent Mail Barcode (IMB) on all outgoing customer bills and letters; and mailing two bills in one envelope for CT Electric and Gas common customers.
(3) Bill and Document Print and Mail Operations for both Windsor and Westwood will be sourced to a third party provider. This will allow us to achieve enhanced IMB, house holding two bills in one envelope and color printing capabilities. With an enhanced IMB, we will be able to enable USPS tracking and tracing capabilities, automate returned mail and avoid costly USPS penalties and mailing delays. House holding two common customer bills in one envelope will allow us to achieve postage savings as well as improve customer convenience and satisfaction.
Primary Job Functions for the IT Technical Lead:
(1) Plans and coordinates all aspects of technical/infrastructure build (install, configure, change management, support testing activities, implement, support and engage from design through initiation and delivery.
(2) Coordinate the build of all project environments.
(3) Create cutover, back out and implementation plans for the combined project.
(4) Create Operations time lines.
(5) Support applicable migration efforts for data migration from Legacy platforms to new systems.
(6) Validate system configurations and create support matrixes.
(7) Responsible for production cutover planning and cutover activities.
(8) Analyze requests and seek additional detail required for prioritization and proper routing.
(9) Coordinates and directs the activities of build team according to the priorities set by the plan.
(10) Applies technical knowledge to drive and/or resolve highly complex technical issues.
(11) Partners with members of project team and other IT teams as appropriate to expedite the activities required by the IT lead role. (12) Identifies potential escalations and proactively alerts management, leads escalation and resolution process.
(13) Develops, defines and coordinate execution of technical build schedule, activities, budgets and deliverables.
(14) Coordinates and communicates on activities among internal technical groups.
(15) Monitors work of assigned team, providing technical and analytical support and direction.
(16) Manages risks, issues/problems, and activity progress to ensure goals are achieved. Assists with problem resolution or risk mitigation as needed.
(17) May manage the integration of vendor/subcontractor tasks, and track and review vendor/subcontractor deliverables, if appropriate for the scope.
(18) Conducts documentation activities to formalize and communicate the delivery acceptance, handover documentation and ongoing activities to accountable teams and complete a post-implementation review to identify areas of improvement.
(19) Performs additional related duties as assigned.
SKILLS:
Candidates MUST HAVE the following Experience/Skills:
(1) A Bachelor's degree is required, preferably in Information Technology, Engineering, Business or closely related disciplines.
(2) Minimum 10- 15 years of experience in an IT related environment.
(3) Minimum 5 years of experience in technical infrastructure disciplines.
(4) Qualified candidate is expected to have extensive experience in leading large technical build efforts involving web applications and web sites, COTS applications, custom applications and interfaces.
(5) Be a technical leader capable of identifying and communicating standards and best practices.
(6) Candidate must have previous experience with the design and implementation of a document composition solution at an enterprise level for a mid-size to large organization.
(7) Candidate should have experience in integrating Back Office applications with package and software as a service based software solutions.
(8) Experience with deployment and implementation of Software as a Service solutions.
(9) Expertise is required in build coordination, build tracking (metrics), release management, and reporting leveraging TFS and Scripting.
(10) Experience with implementation planning, environment migration, and integration testing is desired.
(11) Candidate is expected to have strong analytical and problem solving skills. The candidate will attend project meetings and design sessions.
(12) Candidate should be outgoing and enjoy working on a team.
(13) Individual in this position must demonstrate strong communication skills, including written, verbal and interpersonal skills.
(14) In addition to exceptional organizational and analytical skills, the successful candidate must demonstrate strong customer focus, team skills and project management skills.
(15) A proven track record of producing quality results within stringent timelines is required.
(16) Demonstrates proficiency at project management and work planning.
Manager would like Candidates to have the following Experience/Skills but is not required:
(1) Experience working with a large energy utility.
(2) Experience with the Kubra E-bill Presentment and Payment platform.
(3) Experience with multiple E-document presentment and/or ebill presentment platforms.
(4) Experience with integrating 3rd party and SaaS document composition and delivery solutions.
(5) Experience working in large, geographically dispersed IT organizations.
(6) Large IT project implementation experience.
(7) Large corporate implementation resulting in significant change management efforts.
(8) Experience with merged company standardization is a plus.
(9) Proven ability for working with higher levels of management.